ComplaintsforNEWPRO Home Solutions

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My nephew has made multiple attempts to contact this business regarding several issues related to the walk in tub. The most recent issue would be the drain not draining properly. He has called multiple times without a response. I would also like to discuss a previous visit in which both my nephew and I were recorded without our consent while checking on a leak related to the door. He has also requested multiple times to speak to the owner regarding removal of the tub as it has not been reliable and continues to have issues. We were also not made aware there is only a two year period where the repairs dont include a service call fee. The prior crack and door were fixed however based on the continued issues I would like to have the tub removed and go with a different contractor and brand.

  

  Business response

  02/19/2023

  NEWPRO is sorry to hear about the issues regarding this walk-in bath project. This feedback was escalated directly to our Operations Manager. After reviewing previous service and project notes, the manager thought it best to set up an on-site meeting to review the issues with the nephew. It has been determined that no video footage was taken; the service technician who previously visited this home has only taken pictures so that our team can assess any damage. The manager will assess the draining issues and any other concerns during the on-site inspection. We truly apologize for any inconvenience caused and are dedicated to helping this homeowner. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2021 9 NewPro windows installed in my home. I'm having issues with 2 windows and have called company many times regarding the problem and the company has not responded in a timely manner.The remaining 2 windows that need servicing I have not heard back from company for 45 days. Also I've had trouble with another window in the bathroom I've been told by sales representative that the window would function properly and it doesn't. The company said they will install new window at cost.

  

  Business response

  02/16/2023

  NEWPRO apologizes for any communication issues that this homeowner was experiencing. This was escalated to our senior service coordinator, who has called the homeowner and scheduled an appointment. Our Operations Manager is scheduled for an on-site inspection at this home later this week to assess these window issues. We truly apologize for any inconvenience caused and are committed to servicing this project. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  newpro installed a step in shower in a new construction home. The builder grade tub and temp toilet and vanity had already been plumbed and were useable. Newpro removed tub/shower and installed new unit (and plumbing). we have had a constant smell of sewage gas. we removed the toilet to check for a leaky ring. found no leak. no leaks under vanity and ptrap either. We have also has a broken shower handle 3 times they replaced it but it still keeps breaking.we have asked to have a plumber come and assess the way the shower drain is installed. we've spoken with many managers and now cannot seem to get anyone to return calls after we were promised last week and as of today have not heard back from anyone.

  

  Business response

  01/19/2023

  We apologize for the communication issues and escalated this feedback  to our Director of Plumbing. A Master ******* has been out to address the smell concern and has also spoken with the homeowner regarding the broken handle. The broken handle was due to the handle being forced to turn past its stopping point. A new handle has now been installed. We apologize for any inconvenience caused and is here if the homeowner has any future questions or concerns regarding this project. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/05/2022 we signed a contract with Newpro roofing. We discussed with the salesman in depth that we needed all the wood replaced do to a mold issue in the attic. He looked and agreed. We gave a $6000.00 deposit. When they called to schedule the install I asked to make sure they would be replacing all the wood. They said NO it would be and additional $4000.00 if we wanted that. ******** took responsibility for his mistake said he did not add it into the price, hard to believe when their price was in deed thousands higher than most estimates. Well the Company would not stand by their employees mistake nor did they ever return any calls or emails. We spoke only to the salesman. He agreed to cancel the contract. Problem is now I have been fighting to get my deposit back. ALL calls and emails go unanswered!

  

  Business response

  12/14/2022

  This feedback was escalated directly to the General Manager of our roofing and siding division. It was determined that the scope of work requested by the homeowner would cost more than what was agreed on in the initial contract. The design consultant who built this contract with the homeowner has reviewed the proper process with his manager to avoid any future mistakes. At their request, the homeowners deposit was refunded on Tuesday, 12/6. Since then, both the *** and the General Manager have called and left the homeowner a voicemail. We truly apologize for the confusion caused. As a company, we  never want to stop learning and stand ready to discuss this experience in more detail with the homeowner. 

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Newpro came out in June to replace all the windows. At the time it was noticed that a screen was missing. Was told someone would back with it. A few weeks later someone showed up with the screen only to find that the weather stripping was missing. Was told he would be back to fix. This was late July.Add to that some of the windows sweat when it gets cold which is one of the reasond we replaced the old ones. To date we have not heard back from them. We have left numerous voice mails and emails and have gotten no response at all. Would like to get these issues resolved. Very disappointed in the lack of follow-up on this matter.

  

  Business response

  12/02/2022

  NEWPRO apologizes for this experience. We are currently reviewing processes with our team to avoid any delays or miscommunication in the future. This feedback was escalated directly to our Director of Operations, who is currently working with the homeowner to set up a window service appointment that works  for the homeowners schedule. He has given the homeowner his cell phone number and email address for future communication. We truly apologize for any inconvenience caused. 

  Customer response

  12/05/2022

  At this point, we have been playing telephone tag to get this issue resolved. Sent **** an email this morning. 12/5, requesting the best day/time to discuss this situation. Waiting for a response to get this issue settled.

   

  Regards,

  *******************

• Initial Complaint

  10/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a representative come out to my house and quote a bathroom remodel. During the appointment they assured me that the company would be able to complete the project within my time line, I accepted their proposal and gave them a $1,000 deposit. Two weeks later I with no communication with the company I was finally able to get in touch with someone who informed me that the project would not be completed for several months (this was not the verbally agreed upon time line). I was also told that the site sales person was no longer with the company and not available to confirm the agreed upon timeline. I spoke to various individuals in their call center who informed me that there was nothing they could do. I told them that I felt like I had been lied to or they purposefully misrepresented their time frame. They finally got me in touch with sales representative and after weeks of poor communication and rude call takers I was fed up with the company and asked to cancel my project and requested a refund of my deposit as they had not even started the manufacturing of my tub surround. I requested my refund via certified mail in June and have yet to receive it, nor has there been any communication from the company.

  

  Business response

  10/17/2022

  NEWPRO apologizes for the communication issues regarding this refund. We are speaking with members of our team internally to review the process and ensure that proper procedures that were put in place are followed. We never want a homeowner to feel like they have been lied to and pride ourselves on delivering a positive experience. We escalated this feedback directly to our ******************* The homeowners deposit has now been returned. Our Director of ****** Services has attempted to contact this homeowner to let them know that the credit card refund has been processed and to learn more about their experience. We take this feedback seriously and truly apologize for the inconvenience caused. 

  Customer response

  10/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We committed to Newpro Windows for a bay window and a new slider in February 2022. we received a call in late August that the window and door were ready and we settled on the date of August 29, 2022. We were told that the job would take two days ( originally it was one). Well, the job took 4 days and the job is still not finished. The window trim on the outside is not finished- the workers lost a piece of siding and the frame is bent on the one side that shows. Inside the window nail holes are not finished- they did not make sure the nail holes were covered- instead, they gave my roommate the stuff to put in the holes for us to do ourselves. The slider was better but the screen door does not fit properly in the frame and does not move easily. The trim they used around the slider is so wide and it looks like they dug it up from the basement or somewhere else! I have called repeatedly to ask when someone was coming. I spoke to a ******** who is a **************** Rep. she told me that someone would call me last Monday, then again Tuesday and then again Wednesday and then I gave up. I told her that I was going to file a complaint with the BBB. so here I am.

  

  Business response

  10/09/2022

  We are sorry to hear about this experience as it is not reflective of what we promise homeowners who choose us as their home improvement partner. This feedback is important to us and was escalated directly to our General Manager, who has called the homeowner to discuss this experience. He has spoken directly with our team regarding communication and had them schedule a follow-up visit to address these issues. The General Manager has given the homeowner his direct number and will now be the main point of contact should the homeowner have any additional questions or concerns. We truly apologize for any inconvenience caused and are committed to making this right. Thank you and have a nice day. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First they were going to leave a whole in the wall. Fought that one and got it fixed.2 weeks later rust running down from all the fixtures and the hand bar loose, as well as the seat in the shower was coming apart.Service man came in needed to order a new seat this was back in April still no seat.The original installer did not use the screws stainless that came with the unit instead used cheaper galvanized and thats why they rusted. As far as the Handel the screws were to short and never sunk into the stud. That could have been very dangerous my wife and I are in our 70 s I just had a triple bypass last march and my wife had a knee replacement this past July.

  

  Business response

  09/24/2022

  The homeowner has spoken with a member of our ****** Services team and this feedback was escalated directly to our Service manager. The manager is working closely with the rest of the team to ensure that these concerns are addressed and service is completed. One of our service technicians will be visiting the home next week to replace the grab bars and seat. As a business who has been serving *********** homeowners for over 75 years, we want to assure you that the safety and well-being of our homeowners is a top priority for our team. We take this feedback very seriously and we will make this right. We greatly appreciate your business and apologize for this experience.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had Newpro put in a new tub put in on 04/25/2022. I had reached out to the provider prior to install to ask for a few changes (ie. more shelving) and never heard a response. When the installer arrived on the scheduled date I did not get my requested changes but was not bothered by it. ******* I was not happy with the open drain Newpro installed and called them a week later to ask for a new drain. I have very long hair and this type of drain will cause my hair to clog up my pipes very quickly. I did not hear a response and called again around Memorial Day weekend. I received a call from ***** at Newpro who reported a new drain had been ordered and I did not respond when they tried to contact me. I have never received an email or call from Newpro. I called again about two additional times since May and Newpro refuses to call me back. I would like a new drain and possible repair of the water stain in my living room ceiling that appeared once the new tub was installed.

  

  Business response

  09/13/2022

  NEWPRO apologizes for communication delays and any inconveniences caused regarding this project. We have been delivering home improvement solutions to *********** homeowners for over 75 years and have built our reputation on delivering quality products and services. This feedback was escalated to our Director of Operations, who has reached out to the homeowner to discuss the concerns. He is working closely with our production team to work on a resolution for the drain and address any water stains. We truly apologize for this experience.

  Customer response

  09/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I gave an order to have my tub/sub converted to a enclosed shower June, 2021. At that time, the salesman explained that there were many delays due to COVID, but said it should be all set to install in Sept, 2021. When I called in September they checked and my door wasn't in (It was a custom size door). Finally, after another call, they gave me an install date - 11/18/2021. The install was handled awesome, except no shower door. There were 2 other visits 1: where they had designed the shower for a right side entry (where my vanity/sink was). 2: they opened a brand new box and there was a missing part.. They said someone would be in touch to set up another appointment. Since then, I have not heard from anyone!! 9 months later and they have not scheduled an appointment so I could get my shower door in or called me with the problem.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩